Change Analyst (Senior) at Discovery Limited

Key Purpose
Change Management Team is accountable for enabling a robust Change lifecycle for the delivery and execution of IT changes. This team is responsible to develop and implement standard methods and procedures for the efficient handling of all technical changes, ensuring no impact to service quality. The organisation has several managed service partners who work collaboratively to deliver the exceptional level of service that the organisation demand.

The role requires an experienced analytical acumen to understand the relevance of KPIs and other processing metrics from daily, weekly or monthly Change or Configuration management reporting to analyze applicable processes against ITIL standards.

Areas Of Responsibility May Include But Not Limited To

• Utilizes data from Service Management tools to query, review, update and maintain the quality assurance and accuracy the tool’s data against current results.
• Make decisions when executing a specific analysis or in monitoring an established process for remediation, while working within appropriate policies and procedures
• Implement a robust change management process to showcase, track and document successfully implemented changes without downtime with a viable tested run book.
• Detailed knowledge of the Change and Configuration Management and other ITIL and Site Reliability processes with an eye to progressive levels of certification as required.
• Has the ability to leverage industry best practices in reviewing current process and procedures and improving and supporting the process execution.
• Works with the change requesters and provide recommendations on adherence to Change Management process across all levels of the IT organization by leveraging knowledge of Change and Configuration process standards and applying same to current.
• Implement efficient change management processes and automation towards the organisation's strategy for scalability.
• Working with Devops Teams and tools to enable high levels of automation in a CI/CD framework.
• Enuring changes are properly assessed for impact and authorised based on the clear objectives, verification procedure, backout procedure and risk through the collaboration of identified SMEs.
• Actively involved in the identification of opportunities to improve or reengineer the Configuration Management Processes
• Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to Change management process to effectively analyze the process, review related procedures and standards in input/output of data.
• Adjust and re-introduce the purpose and role of the CAB (Change Advisory Board) to identify the security risks and reduce or mitigate risk and impact rather than solely approving change requests based on approval from business managers.
• Participate in the governance and customisation of application and infrastructure monitoring dashboard design solutions in the preventation of incidents and problems.
• Good understanding of the industry standard for Change Management and how it integrates, enhances and enables the ESM processes.

 

Personal Attributes And Skills

• Excellent communication skills , both oral and written in the English language, to summarize key issues and findings, to formulate supportive ideas and materials as well as present findings and ideas clearly and concisely to a variety of levels of the organization.
• Ability to handle multiple demands, tight deadlines and rapid change.
• Significantly high personal accountability and autonomy. Plans own work, to meet given objectives and processes.
• Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together.
• Ability to deal efficiently with escalations and difficult situations or people under pressure.
• Keep up to date with new IT Operations trends and technologies.

 

Education
Education and Experience

• A degree in computer science / related disciplines or equivalent work experience
• ITIL v2 or v3 Foundations training, or higher level of ITIL Certification as may be required

Experience:

• Approximately 5+ years’ experience in a Change Analyst Role.
• Experienced in people leadership, for direct management and good partnering skills in influencing and negotiating across organizations.
• Proven track record of focused operational excellence. Ability to identify patterns in the handoff change management processes to drive automation and continuous process efficiencies.
• Previous experience with workflow automation and implementation of IT Service Management toolset for release or change management.
• Previous experience configuring or optimizing IT Service Management toolset for release or change management

 

Knowledge

• Excellent skills in Microsoft Office products, predominantly Excel, Visio and PowerPoint.
• Working knowledge of the collaborative tools designed for knowledge sharing and information such as MS Teams and SharePoint.
• Preferred experience with ServiceNow as an IT Service Management toolset.